Despite an increase in satisfaction with the cost and fees associated with a hotel stay, guest satisfaction with their overall experience has declined from 2011, according to the recently released J.D. Power and Associates 2012 North America Hotel Guest Satisfaction Index Study.^SM Although the decline is by only 7 points--to 757 points (on a 1,000-point scale) in 2012 from 764 last year--overall guest satisfaction is at its lowest level in 7 years due primarily to substantial declines in several important drivers of guest satisfaction: check-in/check-out; food and beverage; overall guest services; and facilities.

For the first time in the 16 years the study has been published, the 2012 study includes a Staff Opinion Model, a portion of the survey that measures guest satisfaction with hotel staff by type of staff. Overall satisfaction with the hotel experience is much higher among guests who have a high opinion of the staff's performance than among those who have a low opinion.

Another key finding of the study is that additional charges for in-room Internet access negatively affects the overall satisfaction. Hotels that provide fast, reliable Internet service receive high ratings from guests. Conversely, an overall "resort fee" that includes extra charges for various services yields especially low guest ratings.

Based on study findings, J.D. Power offers the following advice to consumers considering a hotel stay:

• If you reserve a guest room via any method other than through the hotel, call the hotel directly to confirm your reservation and get the confirmation number for your reservation.
• Ask the hotel staff whether Internet service is included in the room rate or if it is an additional charge.
• For a faster and easier check-in process, have your reservation confirmation, credit card, and driver's license ready. Verify that the rate charged at check-in is the rate originally quoted.
• If you experience any problems during your stay, report it to the front desk right away--don't wait until you leave. Understand that the hotel staff can't help you if they aren't aware of the problem.
• Most hotels have established check-out times. If you need additional time, request it in advance; otherwise, you may be charged an additional fee.

The 2012 North America Hotel Guest Satisfaction Index Study is based on responses gathered between August 2011 and May 2012 from more than 61,700 guests from the United States and Canada who stayed in a hotel in North America between June 2011 and May 2012.